Case Study: International Transportation Company achieves increased revenue and 10% more caller-to-agent connections with Marchex Speech Analytics

Transportation franchise drives more revenue with Marchex

International Transportation Company, a global transportation franchise with hundreds of locations, relied heavily on phone calls to book appointments but couldn’t attribute which of its $2 million annual media channels produced callers who converted. With over 20,000 calls a day and no scalable way to monitor call handling or measure ROI, the company’s manual “secret shopper” program was costly and insufficient, so it turned to Marchex and Marchex Speech Analytics for a better solution.

Marchex implemented Speech Analytics and its Lost Opportunities reporting to match call-handling data to specific media sources, create a cost-effective, system-wide secret shopper program, and benchmark franchise performance. Using Marchex Speech Analytics the company re-trained underperforming locations, optimized media spend toward channels that produced converting calls, and improved agent performance—resulting in ~10% more prospects connected to agents, an estimated 5% reduction in personnel/operating costs, better customer experience and increased repeat business.